Customer Service Representative

JOB DESCRIPTION

Customer Service Representative

The Customer Service Rep is a key customer facing role, which interacts with internal and external stakeholders.

Status: Non-Exempt

Position Type: Full-time

Hours: 40-45 hrs

Schedule: M-F

Standard Shift Start/End Time: Shift will fall between the hours of 6:30 a.m. to 5 p.m., depending on the team schedule. Flexible work environment. Overtime may be required as needed.

Reports to: Customer Service Manager

Key Roles

• Delivering superior service by identifying and resolving issues
• Maintain a working knowledge of our products, services, and promotions 
• Identify opportunities to upsell or solve customers’ problems
• Being customer centric by always being polite and professional
• Provide cohesive support to sales & marketing team.
• Operate effectively in a cross functional team environment.
• Provide value to internal and external customers.
• Create and pursue self-development plan.
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.

Key Competencies

• Willingness to learn and follow directions.
• Team Player: committed to improving, learning, and collaborating with others.
• Problem-solving and continuous improvement mindset
• Ability to collaborate and communicate effectively across departments.
• Active prioritization of company mission, values, and culture.
• Critical Evaluation and problem-solving skills.
• Excellent phone skills.
• Attention to detail.
• Reliable attendance

Duties and Responsibilities

• Routing qualified opportunities to the account executives for development and closure
• Fill customer requests or inquiries concerning services, material takeoffs, products, billing, quotes, pricing, marketing, and displays.
• Follow-up on pre-determined quote amounts.
• Documenting all customer information, communications, and sales in CRM
• Accurate order processing, including follow through on back orders and RMA’s.
• Handling customer complaints courteously, professionally
• Executing commercial initiatives & projects as needed
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.

Work Environment

• Local travel to various worksites may be required. Occasional trade show attendance may be required. No overnight travel is required.
• While performing the duties of this job, the employee regularly works in an office setting and may occasionally need to go out onto the manufacturing floor. .

Education and Experience

• Required:
  1. High school diploma or equivalent
  2. One year of office/clerical support experience.
  3. Microsoft Office, Typing, Computer Skills experience
• Preferred:
  1. One year in a customer service or inside sales role.
  2. Familiarity with building products or fencing industry.

PrimeSource Building Products, Inc. is an Equal Opportunity Employer. PrimeSource Building Products, Inc. is fully committed to equal employment opportunity (EEO) and maintaining a workplace free of discrimination and harassment based on race, gender, religion, age, color, national origin, disability, sexual orientation, genetic information and other non-merit factors. All persons shall be afforded equal employment opportunity at PrimeSource Building Products, Inc. 

PrimeSource Building Products, Inc. prohibits discrimination in all aspects of its personnel policies, program practices and operations and relationships with employees and applicants, including but not limited to recruitment, hiring and merit promotion. PrimeSource Building Products, Inc. promotes programs of affirmative recruitment and employment at all levels of PrimeSource Building Products, Inc.. PrimeSource Building Products, Inc. subscribes to, and will implement to the full extent, all applicable laws that promote equality of opportunity. 

PrimeSource Building Products, Inc. welcomes and encourages applications from persons with disabilities, and will reasonably accommodate the needs of those persons. PrimeSource Building Products, Inc. is firmly committed to satisfying its affirmative obligations under the Rehabilitation Act of 1973, to ensure that persons with disabilities have every opportunity to be hired and advanced on the basis of merit within PrimeSource Building Products, Inc.